Set usability goals

Usability goals allow you to measure whether or not your application will serve your callers well. Different services will require different usability goals. Remember to make your goals measurable, so that your testing will give data to help you decide if the application meets the goals. Here are some examples of usability goals:

• At least 95% of test callers are able to complete the transaction in less than 45 seconds with no errors.
• At least 90% of test callers are able to recover from all errors, thereby avoiding transfer to an attendant.
• At least 98% of test callers describe the application's ease of use as very good or excellent.

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